This final exam for Modules 1-8 in 2012 assesses knowledge in customer service and product management within a corporate setting. It evaluates understanding of brand differentiation, stock management, pricing guarantees, communication methods, discrepancy reporting, and shipping cost calculation.
Tell the customer how stupid they are for ordering so late.
Place the order and provide a guaranteed delivery date.
Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.
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After entering their credit card information
When the customer chooses their method of delivery.
After the order has been submitted.
Before adding the items to the customer's shopping cart.
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Only one coupon
One for shipping and one other coupon
We don't allow coupons
It is up to the representative
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The name of the item
The quantity the customer would like
Verify the price
All of the above
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True
False
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None
Four
Three
At least one
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$14
$10
$7
$12
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True
False
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True
False
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True
False
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Transfer the call to the helpline
Get a floorwalker
Apologize
Ask for the order number
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Paper
Vinyl
Leather
Aluminum
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Compassion
Apathy
Empathy
Courtesy
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True
False
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True
False
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The nearest floorwalker
Your supervisor
Email [email protected]
No one, the problem will fix itself
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True
False
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10 secs
15 secs
40 secs
1 min
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Unavailable
Break
Personal
After Call Work
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Lie to them
Fake it
Make something up
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True
False
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Apologize, and tell her it's impossible.
You place the order and assure the customer the package will arrive on Saturday.
You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.
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Domestic orders
International orders
All orders
Only orders with Express and Premium service
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True
False
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Invitations
Photo banner
Plates
Favor boxes
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Birthday Express
Halloween Express
Costume Express
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True
False
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10%
25%
50%
100%
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True
False
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Subtotal
Grand total
Subtotal plus taxes
Subtotal plus shipping
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True
False
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The date by which their package will leave our distribution center
The date by which the order will be processed
The date by which the package will be delivered to the customer's doorstep
None of the above
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True
False
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Chat
Phone
Visit one of our store locations
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Discounts
Credits
Case Notes
Related Work Items
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5 Days
7 Days
10 Days
They should send it back right away
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Log into Unavailable
Disconnect your Agent Leg
Log into After Call Work
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Go into unavailable
Enter case notes
Choose disposition code
Go into personal
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Unavailable
Approved Project
Personal
Break
True
False
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Description Tab
Quick Facts
CSR Info Tab
Customer Reviews
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True
False
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The time of day the guaranteed promise date changes
The time of day the distribution center closes
When the orders can no longer be placed for the day
Break time for the call center
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Green and off the hook
Flashing red and on the receiver
Blue and on the receiver
Black
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Credit
Replacement Order
Check with the post office
Parts and Pieces Request
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True
False
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True
False
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True
False
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